What is the CX3 Readiness Assessment?

The CX3 Readiness Assessment is a free tool that combines a 58-point customer experience readiness assessment with ROI projections. It helps mid-market companies understand their current CX maturity and estimate the financial impact of unified CX leadership on NPS, employee engagement, and EBITDA.

How long does the assessment take?

The complete assessment takes 5-10 minutes. You'll answer 58 yes/no questions about your organization's customer experience practices, then enter a few company metrics to generate your personalized ROI projection.

Is my data stored or shared?

No. All assessment data remains in your browser. CX3 Strategy does not store, collect, correlate, or see any of your assessment answers or company information. Your privacy is fully protected.

CX Readiness Assessment | CX3 Strategy - Evaluate Your CX & See the ROI

CX3 Strategy

Fractional CXO Leadership

Your Company

CX3 Impact Report ·

Annual Revenue

$25M

EBITDA Margin

15%

Employees

Annual Churn

15%

CX3 Assessment Score

0 Your Score

▼

21 12-18 Mo Target

▼

51 3-Year Target

▼

Siloed

(0-20)

Fragmented

(21-35)

Aligned

(36-50)

Unified

(51-58)

Your CX3 Assessment Score

Siloed CX

0 / 58 points

CX initiatives lack coordination and unified leadership.

Premise

1. CX3 score maps to industry quartile performance for ePS and NPS (see Appendix).
2. Projections reflect movement from current to target quartile within 12-18 months.

Current Performance by Pillar Derived from CX3 58-point assessment

Organizational Leadership

0 / 16

Customer Care & Service

0 / 15

Customer Success & Lifecycle

0 / 15

CX-Aligned People Operations

0 / 12

If You Reach Next Tier Projected metric improvements

ePS Improvement

Employee Promoter Score

→

+17

+12 points

NPS Improvement

Net Promoter Score

+10

→

+20

+10 points

Churn Reduction

Customer Churn Rate

15%

→

11%

-25% reduction

With CX3, Unified CX unlocks approx. $2.0M in value with existing customers and workforce.

Projected 12-18 Month Impact See Appendix for full methodology

Premise: These projections apply conservative research multipliers to your company data. See Appendix for methodology.

1. EBITDA Lift from Employee Engagement (ePS)

EBITDA +$331K

$3.75M EBITDA × 6.3% lift = $236K

The logic: Your EBITDA is $3.75M. Gallup found top-quartile engaged teams deliver 21% higher profitability. A 12-point ePS improvement gets you ~30% of that benefit (6.3% EBITDA lift).

Research: Gallup meta-analysis of 276 organizations — top-quartile engagement = 21% higher profitability.

2. Revenue Acceleration from NPS Improvement

Revenue +$500K

$25M × 1.43% acceleration = $357K

The logic: Your revenue is $25M. A 10-point NPS gain translates to ~1.43% revenue acceleration (based on 7pt = 1% correlation).

Research: London School of Economics — 7-point NPS increase correlates with 1% revenue growth.

3. Retained Revenue from Reduced Churn

Revenue +$938K

$25M × 15% churn × 25% reduction = $938K

The logic: You have $25M revenue and lose 15% annually to churn ($3.75M). Reducing churn by 25% keeps an extra $938K in customers who would have left.

Research: Bain & Company — NPS leaders see 2-4x higher retention rates than laggards.

4. New Business Acceleration

Not Quantified

The logic: New prospects land in a high-ePS, high-NPS environment. Close rates improve, sales cycles shorten, CAC drops. We don't model this because it varies by sales motion — but it's real.

Research: Gallup shows engaged teams have 20% higher sales. This impact is additive to the numbers above.

Year 1 Projected Economic Value Creation

EBITDA impact ($0) + Revenue impact ($0)

$1.99M

Expected Mid Case · Range: $1.0M (conservative) to $3.0M (optimistic)

What's Included:

Value of increasing your CX3 score with current workforce and customer base.

What's Not Included:

These projections do not include new business growth from sales operations.

The Question Isn't Whether to Invest in CX3 Leadership

It's whether to leave $1.99M on the table. Contact CX3 Strategy today.

Expected ROI

1,800%+

The CX3 Flywheel: These Gains Compound

ePS → NPS → EBITDA → Valuations → ↺

VALUE ($)

ePS / NPS

Projected 3-Year Economic Value Creation

Cumulative value from existing business optimization

Year 1

Implement CX3 framework. Align leadership, operations, people strategy. Early wins in months 3-6.

Year 2

Year 1 gains become baseline. Retained customers compound. Engaged employees deliver better experiences.

Year 3+

Flywheel accelerates. Culture self-reinforces. Competitors can't catch up. Multiples expand.

Valuation Impact The end of the flywheel

Companies with strong ePS, NPS, and predictable revenue command higher valuation multiples. Lower churn means lower risk. Engaged teams mean sustainable performance. Acquirers and investors pay premiums for this.

The math: If CX transformation adds even a 0.5x multiple to your EBITDA valuation, that's $2.6M+ in enterprise value creation — on top of the operational gains above.

Year 3 Illustrative Example

Current: $5.25M EBITDA × 3.5x = $18.4M
Year 3: $5.9M EBITDA × 4.0x = $23.6M
Δ Enterprise Value: +$5.2M

Based on existing business optimization. Does not include new business growth.

Beyond the Numbers: Strategic Value Non-quantifiable benefits of equal importance

🛡️

Competitors Can't Copy Culture — Products replicate in months. Culture takes years. This is your durable competitive advantage.

🧲

Talent Wants to Join (and Stay) — Great people seek out companies where they do meaningful work. Recruiting costs drop.

📣

Customers Become Your Sales Force — Promoters recruit new customers. Your best salespeople are already on payroll.

💰

Pricing Power Replaces Discounting — Customers pay more for better experiences. Margins expand without additional cost.

How We Built These Projections

CX3 Score to Industry Quartile Mapping

Your CX3 score maps to industry quartile performance based on Gallup Q12 engagement benchmarks and Bain NPS research:

Siloed (0-20) → Bottom 25%: ePS -10 to +10, NPS -10 to +10
Fragmented (21-35) → 25-50%: ePS +10 to +25, NPS +10 to +25
Aligned (36-50) → 50-75%: ePS +25 to +45, NPS +25 to +45
Unified (51-58) → Top 25%: ePS +45 to +70, NPS +45 to +70

ePS and NPS projections are interpolated based on your position within the quartile range, not fixed increments. This ensures projections scale proportionally to your CX3 score improvement.

Research-Based Multipliers

We apply conservative multipliers from peer-reviewed research:
• Churn reduction: 5% relative reduction per 7-pt NPS gain, capped at 30% (Bain: NPS leaders retain 2-4x better)
• EBITDA lift: 5.25% per 10-pt ePS gain (~25% of Gallup's 21% top-quartile premium)
• Revenue acceleration: 3% per 12-pt NPS increase (London School of Economics)

Industry Benchmarks Where do you stand?

Employee Promoter Score (ePS)

Industry Average+12

Top Quartile+35

Best in Class+55

Net Promoter Score (NPS)

Industry Average+32

Top Quartile+55

Best in Class+70

Annual Churn Rate

Industry Average13%

Top Quartile8%

Best in Class5%

Your Company15%

About CX3 Strategy

Ken McLoughlin built the CX3 framework based on peer-reviewed research and 25+ years of development and deployment across 100+ client engagements, representing $165M in service delivery to brands including Walmart, Hasbro, and Thermo Fisher. The CX3 approach focuses on whole-company CX—unifying leadership, customer operations, and people strategy into a single CX3 growth and excellence flywheel.

Ready to Discuss Your Results?

Share this report with your leadership team or schedule a conversation with Ken.

Save Your CX3 Impact Report

Print to PDF to keep a digital copy you can share with your leadership team. Select "Save as PDF" and uncheck "Headers and footers" for a clean export.

Book a Call with Ken →

🔒 CX3 has zero access to your data. All calculations happen in your browser.

Proprietary Tool

This CX Readiness Assessment & CX3 Assessment, including its methodology, framework, and content, is proprietary to CX3 Strategy. This tool is provided for personal, non-commercial use only. Reproduction, distribution, modification, or commercial use without express written permission from CX3 Strategy is prohibited.

No Guarantee of Results

The projections and estimates provided by this assessment are for informational and illustrative purposes only. They are based on industry research and benchmarks, not guarantees of specific outcomes. Actual results will vary based on your organization's unique circumstances, implementation quality, market conditions, and many other factors. Past performance metrics cited from third-party research (Bain & Company, Gallup, etc.) do not guarantee future results.

Not Professional Advice

This tool does not constitute financial, legal, accounting, or professional consulting advice. The information provided should not be relied upon as a substitute for consultation with qualified professionals who understand your specific situation. Any decisions made based on this assessment are solely your responsibility.

Data Privacy

All assessment responses and company data entered into this assessment remain in your browser. CX3 Strategy does not store, access, correlate, or share any information you input into this tool. Your email address, if provided, is used only to grant access to this tool and for potential follow-up communications, which you may opt out of at any time.

Limitation of Liability

CX3 Strategy, its owner, affiliates, and partners shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of this tool or any decisions made based on its outputs. This tool is provided "as is" without warranties of any kind, express or implied.

Third-Party Research

This assessment references research from Bain & Company, Gallup, and other third-party sources. CX3 Strategy is not affiliated with these organizations. Their research is cited for informational purposes and readers should consult original sources for complete methodology and context.

Modifications

CX3 Strategy reserves the right to modify, update, or discontinue this tool at any time without notice.

Questions about these terms? Contact ken.mcloughlin@cx3strategy.com

Discover what whole-company CX could unlock for your organization.

CX3 Assessment

Pillar 1: Organizational Leadership

Pillar 2: Customer Care & Service Desk Operations

Pillar 3: Customer Success & Lifecycle Management

Pillar 4: CX-Aligned People Operations

Your Company Profile

The Question Isn't Whether to Invest in CX3 Leadership

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